Are you interested in telling us about your service delivery experiences, either as a customer or as a service staff member?
We are now inviting individuals and organisations to express their interest in participating in our next study of service interactions. This study will be conducted in the middle of this year (2010). Participation will be very simple and entirely voluntary. Your responses will be completely anonymous.
The study will involve 200 people (100 customers and 100 service employees) each completing an initial questionnaire and then keeping a `diary? of the difficult service encounters they experience. The questionnaire will take approximately 20-25 minutes to complete. Entries in the diary will be made, over a one-week (or slightly longer) period, in relation to each of five difficult service interactions. Each entry will require about 5-7 minutes of your time, and will involve giving details of the interaction ? who was involved, what was the problem or difficulty, what was said and done, how (if at all) was the issue resolved, and what was felt during and after the interaction.
The total time commitment per person for the entire study is thus approximately one hour.
Individuals can volunteer either as customers or (if they work in a customer contact role, eg., in retail, hospitality, finance, health, education, etc, etc) as a service provider. Organisations can be involved by enabling between 5 and 10 of their employees to participate, and by permitting these staff members to complete the questionnaire and diary entries during work time.
Individuals who participate will have the chance to win one of several $200 shopping vouchers. They may also request a brief summary of the study?s findings. Organisations who enable their staff to participate will receive a copy of the report of the study which will provide details of major sources of difficulties within service encounters, and the strategies that people use to manage these difficulties. Recommendations for improving customer service will also be included.
To obtain further information and/or express your interest in possibly being involved in this study, please contact Rochelle Callaghan on 07 5552 8075, or r.callaghan@griffith.edu.au
We are now inviting individuals and organisations to express their interest in participating in our next study of service interactions. This study will be conducted in the middle of this year (2010). Participation will be very simple and entirely voluntary. Your responses will be completely anonymous.
What the study involves:
The study will involve 200 people (100 customers and 100 service employees) each completing an initial questionnaire and then keeping a `diary? of the difficult service encounters they experience. The questionnaire will take approximately 20-25 minutes to complete. Entries in the diary will be made, over a one-week (or slightly longer) period, in relation to each of five difficult service interactions. Each entry will require about 5-7 minutes of your time, and will involve giving details of the interaction ? who was involved, what was the problem or difficulty, what was said and done, how (if at all) was the issue resolved, and what was felt during and after the interaction.
The total time commitment per person for the entire study is thus approximately one hour.
Who can participate?
Individuals can volunteer either as customers or (if they work in a customer contact role, eg., in retail, hospitality, finance, health, education, etc, etc) as a service provider. Organisations can be involved by enabling between 5 and 10 of their employees to participate, and by permitting these staff members to complete the questionnaire and diary entries during work time.
What you will get in return:
Individuals who participate will have the chance to win one of several $200 shopping vouchers. They may also request a brief summary of the study?s findings. Organisations who enable their staff to participate will receive a copy of the report of the study which will provide details of major sources of difficulties within service encounters, and the strategies that people use to manage these difficulties. Recommendations for improving customer service will also be included.
How to register your interest:
To obtain further information and/or express your interest in possibly being involved in this study, please contact Rochelle Callaghan on 07 5552 8075, or r.callaghan@griffith.edu.au